DOCSLIB.ORG

Eurostar Complaints Handling Procedure Approval Letter

Total Page：16

File Type：pdf, Size：1020Kb

Download full-text PDF Read full-text
Eurostar Complaints Handling Procedure Approval Letter Annette Egginton Head of Competition and Consumer Policy Directorate of Railway Markets & Economics Email: [email protected] 27 March 2017 Nicolas Petrovic Chief Executive Officer Eurostar Dear Nicolas Review of Eurostar International Limited Complaints Handling Procedure (Condition 6 of your GB Statement of National Regulatory Conditions: Passenger) Thank you for submitting your draft Complaints Handling Procedure (CHP) for approval. A copy of your revised CHP is attached to this letter, and will be published on our website along with a copy of this letter. I confirm that we have reviewed your CHP against the 2015 “Guidance on complaints handling procedures for licence holders” (the guidance), and against your obligations under Regulation (EC) No 1371/2007 on rail passengers’ rights and obligations (PRO) and can confirm that your revised CHP meets the requirements in respect of these. Under Condition 6 Eurostar is expected to comply with article 27 of the PRO Regulation. Under this regulation Eurostar is obliged to: Provide a response to complaints submitted within one month, or in justified cases, provide the complainant with a date by which they will receive a reply within a period of three months; and Publish an annual report of the number and categories of received complaints, processed complaints, response time and possible improvement actions undertaken. Due to these obligations, we would expect Eurostar to respond to complaints received within the timeframe specified in the PRO Regulation, as set out in your CHP. We, however, welcome your aim, set out in your CHP, to respond to letters within 7 working days and emails or call backs within 2 working days. We believe this is likely to be positive for passengers. In the case of Eurostar the relevant passenger body is London TravelWatch. In line with the requirements of the guidance, licence holders must establish an appeals handling protocol where the passenger bodies require this. Once these protocols have been agreed, we expect licence holders to abide by them in their handling of appeals. Yours sincerely, Annette Egginton Head Office: One Kemble Street, London WC2B 4AN T: 020 7282 2000 F: 020 7282 2040 www.orr.gov.uk Page 1 of 1 1772246 Complaints Handling Procedure Hello Here at Eurostar we want to get things right for you, each and every time. We do however recognise that things might sometimes go wrong. We have produced this Complaints Handling Procedure to help explain what you can expect from us should you need to make a complaint. Our Complaints Handling Procedure will: • Be easily accessible, well publicised and easy to use • Ensure efficient handling of a complaint and provide a response with-in publicised targets • Ensure full and fair investigation • Compliment our Customer Charter • Respect confidentiality in line with the Data Protection Act • Ensure areas of improvement are highlighted to our senior management team so that they can in turn consider what plans are needed to solve the problem and improve your experience. Talk to us If you wish to complain about any aspect of your Eurostar experience, from the point of booking through to the journey itself, we would always ask that you make this known to the first frontline staff member available. This could be the advisor you are speaking with, a member of our social media team, a station team member or the on board crew. This will ensure we have the best opportunity to act immediately to resolve any issue for you. If your complaint can not be resolved by our frontline staff then you can contact our traveller care team on your return. They can be contacted directly or if you wish via a referral from the staff member you have been speaking to. If you are delayed by 60 minutes or more then you are entitled to compensation in line with our policy. For more information and to make a claim click here https://help.eurostar.com/faq/uk- en/category/compensation. Our Traveller Care Team We have a specially trained team of Traveller Care consultants who are dedicated to resolving your complaint. The best way to make contact with our Traveller Care team is via our online form here: https://help.eurostar.com/email/#/ You can also write to us at: Eurostar Traveller Care 2nd Floor, Kent House, 81 Station Road Ashford Kent TN23 1AP 17/02 If you prefer to make contact by either phone (03432 186 186) or social media (facebook/twitter) then we can arrange for your details to be taken and passed onto the Traveller Care team. They will then make contact with you via your preferred method (e-mail, phone or letter). Response times When you complain to a member of our staff, on the telephone or in person we will try to resolve the issue immediately. If this is not possible and/or your complaint has been passed to or Traveller Care team they will respond to letters within seven working days, and e-mails or call backs within 2 working days. Where your complaint is more complex or we need to obtain additional information in any country in order to provide you with a substantive response we will respond to you as soon as possible in most cases this within one month but in any event no longer than three months. Every effort will be made to adhere to these targets however if there are exceptional circumstances such as a period of major disruption we may increase the response times accordingly. If this happens we will notify you on our website and in the response to e-mails received by the team. A fair Complaints Procedure We will give a full and fair investigation to any comments and complaints we receive. We define a complaint as any expression of dissatisfaction by a customer or potential customer about service delivery or company or industry policy. When you send us your complaint you will receive an acknowledgement and a case reference number. We will then contact you via the most appropriate channel given the nature of your complaint. We will always look to resolve your complaint fully with-in one month of receipt. To help ensure we resolve your complaint as quickly as possible we do ask that you include as much information as you can in you initial contact. For example, your booking reference and receipts of any expenses incurred as this will help with our investigation. If you are not happy with the resolution offered then a manager will conduct a further review of your case. They will contact you in relation to your complaint and seek to resolve this for you. If a manager is unable to resolve your dispute they can provide details of a further internal escalation point or if needed provide you with the details of London Travel Watch and/or Médiateur SNCF Mobilités to review your complaint. Any referral we receive from London Travel Watch/Médiateur SNCF Mobilités will be reviewed by our Traveller Care Management team and a full response provided as soon as reasonably possible. Please note that once an independent body are investigating your case our Traveller Care management team may respond to these organisations rather than to you. Complaints involving other companies If your complaint or claim is about another train operator or agency we will provide you with contact details for them. If your complaint or claim is about a combined Eurostar and UK train company journey and your complaint is about another UK train company, we will send your complaint to them and provide you with their details. If part of a complaint involves an aspect of our service we will directly address this before advising that the complaint is passed on. 17/02 Unreasonable, aggressive or abusive customers Whilst we respect the rights of our customers to express their views, we will not tolerate aggressive, threatening or abusive behaviour of any kind. We reserve the right to stop any correspondence or communication that could be construed as abusive, offensive or bullying in content. We will advise in writing should we need to do this. Quality of response When you contact our Traveller Care team our aim is to resolve your complaint with our first response. We also aim to use one member of the team from receipt to response and to address each substantive point you raise. Complaints about staff conduct All complaints involving staff conduct and safety related matters will be fully and fairly investigated. For reasons of confidentiality we will not divulge the outcome of any internal disciplinary procedure. Feedback will be provided to the relevant management and staff as part of this process. Compensation Compensation is offered in line with our policy and as explained in our Conditions of Carriage (available in full on www.eurostar.com ). Any other complaint will be assessed on a case by case basis. If merited we may offer compensation as a goodwill gesture. This will normally be offered in the form of e-vouchers. Obtaining a copy of our Customer Charter You can obtain a copy of our customer charter via our website http://www.eurostar.com/uk- en/customer-charter . Diversity and Equality We will respond to complaints received in Flemish, French or English in those languages. We will make provision for Customers whose first language is not Flemish, French or English and provide a reply in the most appropriate format in which we are able to respond. We can also make provision for this document to be provided in another format such as large print. To arrange this please contact our Traveller care team. We are also committed to meet the needs of people with disabilities.
Load more

Recommended publications
  • Paris Nord, 1Ère Gare D’Europe
    PARIS GARE DU NORD Ecran Digital XL Paris Nord, 1ère gare d’Europe Paris Nord, d’hier à demain Paris Nord, en grand format Offre digitale XL PARIS GARE DU NORD Ecran Digital XL Plus grande gare d’Europe de 80 000m² 1ère gare d’Europe 3ème gare du monde (derrière Chicago et Tokyo) Classée monument historique 4 pays européens desservis : Grande Bretagne, Belgique, Pays-Bas, Allemagne 110 commerces 3 000 personnes travaillent dans la gare 700 000 voyageurs par jour 200 millions de voyageurs par an Temps d’attente moyen des voyageurs en gare : 20 mn Paris Nord, 1ère gare d’Europe Profil socio démographique grandes lignes commuters 53% de CSP+ vs 26% pop. française 15+ 78% d’actifs 63% de CSP + chez les voyageurs Eurostar La + forte présence de jeunes (22%) Sur représentativité des CSP++ et d’étudiants (14%) 43% vs 8% pop.française 15+ parmi les gares parisiennes Age moyen : 41 ans grandes lignes banlieue Paris Nord, 1ère gare d’Europe Un pôle intermodal dense Intermodalites : 12 Lignes de bus 2 lignes de métro 4 et 5 3 lignes de RER B, D et E 7 lignes de noctiliens Situation intermodale : transports en commun 81% voiture 8% taxi 6% 2 100 trains par jour : Eurostar, Thalys, TGV, Intercités, TER et transiliens Paris Nord, 1ère gare d’Europe Connexion avec l’international 10,4 millions de voyageurs ont emprunté l’Eurostar en 2014 (+3% trafic vs 2013) Trafic 2ème trimestre 2015 : record du nombre de voyageurs en 3 mois +3% Trafic classe affaires Business Premier : +10% Nombre de voyages Eurostar au départ et à l’arrivée de Paris-Nord : 6,7 millions Depuis 20 ans, Eurostar a accueilli plus de 163 millions de voyageurs à bord de ses trains.
    [Show full text]
  • Review of Eurostar DPPP
    Annette Egginton Head of Competition and Consumer Policy Directorate of Railway Markets & Economics Email: [email protected] 28 February 2017 Nicolas Petrovic Chief Executive Officer Eurostar Dear Nicolas Review of Eurostar International Limited Disabled People’s Protection Policy (Condition 5 of your GB Statement of National Regulatory Conditions: Passenger) Thank you for providing updated versions of your Disabled People’s Protection Policy (DPPP) documents for review. A copy of your revised DPPP is attached to this letter, and will be published on our website along with a copy of this letter. I confirm that we have reviewed your DPPP against the 2009 Guidance “How to write your Disabled People’s Protection Policy: A guide for Train and Station Operators” (the Guidance) and can confirm that your revised DPPP meets the requirements of Condition 5 of your GB Statement of National Regulatory Conditions: Passenger (SNRP). We welcome your commitment to provide passengers with a Turn Up and Go assistance service, meaning that passengers will be provided with assistance without having to book in advance. We believe this will have a positive impact for passengers. Since your DPPP was originally submitted to ORR we have had several exchanges in the intervening period in order to bring about the changes required to make it fully compliant with the Guidance. The main areas where you clarified your policies during our review were: Availability of minicom or typetalk facilities: The guidance states that operators are expected to provide typetalk, minicom or equivalent facilities or to commit to providing these where they currently do not exist.
    [Show full text]
  • ICOHTEC NEWSLETTER No 154, February 2018
    ICOHTEC NEWSLETTER o N 154, February 2018 www.icohtec.org From: Hearth Trocar. Patented by Edward B. Donovan on December 8th, 1931. U.S. Patents Bureau, Patent no. 1,835,837. Newsletter of the International Committee for the History of Technology - ICOHTEC Editor: Francesco Gerali, The University of Oklahoma, College of Law - Oil, Gas, Mineral Resources and Energy Centre. Norman, OK, United States. Mail to [email protected] I. 45th ICOHTEC Annual Meeting in Saint-Étienne, 2018 – Deadline Extended to February 19th p. 2 I.I Call for the ICOHTEC Summer School of 2018 in Saint-Étienne p. 5 I.II Travel Grants p. 7 I.III Kranzberg Lecture p. 10 I.IV ICOHTEC Symposium Session Proposals. 7 Calls for papers p. 10 II. Books on the History of Science and Technology. Landscapes of Collectivity in the Life Sciences. p. 16 III. Conference Announcements p. 17 IV. Summer Schools p. 17 V. Calls for Papers p. 19 VI. Jobs, Postdoctoral Positions, and Research Fellowships p. 27 VII. Join ICOHTEC p. 32 ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ I. 45th ICOHTEC Annual Meeting in Saint-Étienne, 2018 Call for Papers and Sessions ICOHTEC Symposium –– Saint-Étienne, France –– 17 to 21 July 2018 Deadline for proposals extended to February 19th, 2018 The International Committee for the History of Technology will hold its 45th symposium and 50th anniversary celebration at the Jean Monnet University in the city of Saint-Étienne, France. The general theme of the symposium is “Technological Drive from Past to Future? 50 years of ICOHTEC.” Our intention is to inquire into long-term trends in interactions between technology and society, as well as how technologies have influenced utopian and dystopian views of the future.
    [Show full text]
  • London, UK – 9 March 2017. France Tourism
    FOR IMMEDIATE RELEASE London, UK – 9 March 2017. France Tourism Development Agency Atout France to launch its €4.6m ‘#Feel’ campaign, aimed at reigniting UK passion for France experienced through the five senses Atout France (the France Tourism Development Agency) and its partners are launching a new pan-European marketing campaign using the creative strategy ‘#Feel’ and invoking the five senses. The campaign sees Atout France join forces with its counterparts in Germany and the Netherlands and will be launched in the UK on 13 March, following its launch to the German market at ITB Berlin on 9 March by Mr Matthias Fekl, Minister of State for Foreign Trade, the Promotion of Tourism and French Nationals Abroad. Delivered by global advertising agency Grey, it focuses on reminding travellers of why they love France and re- establishing it as the UK’s favourite holiday destination. Germany, the Netherlands and the UK are jointly responsible for nearly half of France’s international visitors. The four-month campaign, commencing in March 2017 with an overall budget of €4.6m (£2m UK only), is divided by destinations (#FeelBrittany, #FeelCotedAzur, #FeelNormandy, #FeelParis, etc.) and by themes. It involves some 30 partners* including brands and destinations and transport companies. The brands and destinations – and the varied experiences they offer – are at the heart of the campaign, but are crucially supported by the services of the transport partners, which allow visitors to plan their trip to France smoothly. The campaign therefore represents a vital union of forces, and should enable professionals across the three countries to defend their shares in what is an increasingly competitive tourist market.
    [Show full text]
  • TIMES ARE CHANGING for WOMEN in RAIL SPECIAL MEETING with JENNIFER BÄCHLI the Keystone of Sustainability
    2018 / 2019 PLUS STEVO LOOKING ELECTRIC TO THE SKIES TESTING YOU CAN COUNT ON THE DRONES FOCUS SPECIAL REPORT INCIDENT HYPERLOOP MANAGEMENT SOLUTION FLY BY LAND DEALING WITH THE UNEXPECTED ALMAVIVA EUROSTAR CONNECTING BUSINESS DIFFERENT MODES PREMIER OF TRANSPORTATION ECOSYSTEMS CONSUME IN MODERATION TIMES ARE CHANGING FOR WOMEN IN RAIL SPECIAL MEETING WITH JENNIFER BÄCHLI The keystone of sustainability DVM series • AC and DC voltage from 600 VRMS to 4200 VRMS • Improved accuracy & temperature stability • High partial discharge extinction voltage: 5 kVRMS @ 10 pC • 30% lower profile – 25% less volume – 56% lighter • Low sensitivity to magnetic fields • Unmatched performance for common mode operation • ± 50mA, ± 10V or 4 to 20 mA outputs • Developed according to IRIS standard www.lem.com At the heart of power electronics. DVM_A4.indd 1 22.08.2016 16:01:39 EDITO Today, too many organizations are using social heavy upside if achieved. The driver of influence interactions as a way to make a quick impression, starts with making a commitment to content creation. rather than an opportunity to foster a mutually The second way is to make a commitment to sharing beneficial experience. In a world where we constantly buyer’s content in strategic ways that add value to have our eye on the immediate goals of delivering your buyer’s day, career or personal life. the right message to the right audience at the right Actively listening to your buyers and engaging time, we overlook key elements: relationships and proactively to stay visible and valuable throughout relevance. the entire journey and sales process. Time equals revenue.
    [Show full text]
  • The Cross-Channel Railway Link in a Post-Brexit Europe Final Summit
    Twenty years under the Channel, and beyond? A research and events programme to celebrate 20th Anniversary of the Railway Channel tunnel by the French Railway Historical Society Vingt années sous la Manche, et au-delà ? Un programme de recherche et d’événements à l’occasion du 20e anniversaire de la Liaison ferroviaire transmanche proposé par Rails et histoire The Cross-Channel railway link in a post-Brexit Europe Final Summit Call for papers Fifth international conference, Brussels (Belgium), Train World, Thursday 24th May 2018 Deadline for submission of abstracts: 15 February 2018 Notification of acceptance 1 March 2018 Deadline for submission of full paper (working paper) 30 April 2018 Deadline for submission of full paper (final paper) for publication 24 June 2018 The conference will be held in English and French. About the conference The Cross-Channel railway link in a post-Brexit Europe / Final Summit is the fifth international conference on the agenda of Twenty years under the Channel, and beyond? the research and events programme led by Rails et histoire. Contributors to the conference are invited to present research papers deepening questions raised by the previous conferences of the programme in a post-Brexit Europe and to take a part in the open discussion which is one of its main objectives. Invited Speakers include Mr David Azéma, Chairman of Rails et histoire. Rails et histoire - Association pour l’histoire des chemins de fer - 9, rue du Château-Landon F-75010 Paris Phone +33 (0)1 5820 5101 - Fax +33 (0)1 5820 5189 - Web: www.ahicf.com Non-profit association under the French law: Journal officiel du 10 juin 1987 - Siret : 398 541 375 00034 – APE 9499Z CALL FOR PAPERS Preamble To celebrate the 20th year in operation of the Cross-Channel fixed link, a programme of scientific events has been launched on 11 June 2014 at the British Embassy in France in the presence of H.E.
    [Show full text]
  • Small Client
    Conference « Why Invest in Customer Service ? » Monday - MARCH, 14 - 6:30 pm - ESCP Europe 79, Av. de la République 75011 Paris - Metro : Saint-Maur THERE IS NO SMALL CLIENT The right service is the one that matches the specific needs of each client To follow the conference on Twitter #wics Discover why and how leading companies have invested successfully in customer service to grow their market share. What are the best actions (recruitment, training, IT systems, communication ...) How to measure ROI? We have invited top managers or experts of leading companies operating in tourism, travel and hospitality industry. - Ralph Hababou - French author of « Customer Service for Dummies » - Luc Delafosse – General Manager Hôtel de Crillon Paris - Nicolas Petrovic – CEO Eurostar - Benoît Bourla – CEO Relaytion *** Doors open at 5.45pm – Conference : 6.30-8.30pm – Cocktail&Networking : until 10:30pm For Alumni Conference only : 10€ or Conference & Cocktail : 35 Euros For Non-Alumni and any registration after March, 7 Conference only : 20€ or Conference & Cocktail : 50 Euros REGISTER NOW !!! www.clubtourisme.com (Please register before March, 7) Alumni of Cornell, Cnam, Edhec, Escp Europe, Essec, Harvard Club of France, Hec, Imhi, Insead, Lausanne, Comité Bougainville and their friends SPEAKERS’ PROFILE Ralph Hababou – CEO of PB◊RH Conseil – Author of « Customer Service for Dummies » in French (First Ed. Oct 2010) Graduated from Essec Business School in 1982, Ralph Hababou spent 2 years in Milan for the French Embassy in Italy. He started his career at IBM as Sales Engineer in 1984. His first book « Service compris* », published in 1986 was sold with more than 500.000 pieces.
    [Show full text]
  • Poursesvingtans,Eurostar Présentesesnouvellesrames
    Les Echos Vendredi 14 et samedi 15 novembre 2014 INDUSTRIE & SERVICES // 21 Le patron d’Eurostar, Nicolas Petrovic (à gauche), présentait hier à Londres les nouvelles rames Siemens. Elles entreront en service à partir de la fin 2015. Avec des moteurs répartis tout le long du train, les nouvelles rames, dont l’intérieur est signé Pininfarina, offriront 20 % de sièges en plus que les rames Alstom en service aujourd’hui. Photos Alastair Grant/AP/Sipa volumineux, les sièges tapissés de destinations. A partir du 1er mai bleu cobalt ou de gris anthracite 2015, des trains directs effectueront sont plus confortables. Toutes les laliaisonentreLondresetMarseille Pour sesvingt ans, Eurostar voitures s’adaptent aux nouveaux en 6 h 27, en passant par Lyon besoinsdesvoyageurs,avecdespri- (4 h 41) et Avignon (5 h 49). Le trajet ses partout pour brancher ordina- retour prendra une heure de plus, teurs et téléphones. Le wi-fi sera carlespassagersdevrontdescendre présente sesnouvellesrames gratuit en première comme en du train à Lille pour passer les con- seconde. trôles des autorités britanniques. de la SNCF, qui a ouvert son service suite. « Ils seront introduits progres- comptes l’an dernier. L’homologa- Avec de telles durées de trajet, TRANSPORTS Londres-Paris et Londres-Bruxelles sivement à partir de la fin 2015 », tion des nouveaux trains n’est pas Londres - Marseille Eurostarn’espèrepasconcurrencer le 14 novembre 1994, a annoncé hier précise Nicolas Petrovic, le patron achevée.« Ilsdoiventêtretotalement Les rames Alstom en service l’avion aussi massivement que sur La compagnie la commande de sept rames à Sie- d’Eurostar. La construction des interopérables avec les systèmes de aujourd’hui seront de leur côté Londres-Paris et Londres-Bruxel- ferroviaire contrôlée mens.
    [Show full text]
  • Channel Tunnel Rail Operator Promises Restart of Limited Service
    C M Y K Nxxx,2009-12-22,A,012,Bs-4C,E1 A12 N THE NEW YORK TIMES INTERNATIONAL TUESDAY, DECEMBER 22, 2009 Channel Tunnel Rail Operator Promises Restart of Limited Service Long Firefight By DAVID JOLLY With Militants PARIS — With thousands of passengers stranded on both sides of the English Channel and Immobilizes a public rebuke from President Nicolas Sarkozy of France, the Afghan City operator of Eurostar trains vowed Monday to resume at least By ALISSA J. RUBIN partial service by Tuesday. KABUL, Afghanistan — A pro- All train service was canceled vincial government official said again on Monday, the third full that Afghan security forces and day of disruption, as Eurostar ran American troops killed five heav- tests to determine the cause of ily armed men who attacked a po- the breakdowns that left thou- lice headquarters in the center of sands of people stranded Friday Gardez, the capital of the south- on five London-bound trains in eastern province of Paktia Prov- the 31-mile Channel Tunnel. The ince. failures have now affected nearly The firefight immobilized the 90,000 passengers. city for about four hours, said the Mr. Sarkozy, perhaps sensing official, Rahullah Samon, a danger to the image of France’s spokesman for the governor’s of- vaunted railroad technology, said fice. But he said that only two of Monday that he had called Gui- the attacker’s bodies had been re- llaume Pepy, Eurostar’s chair- covered, raising the possibility man, on the carpet over the “un- that several had in fact escaped.
    [Show full text]
  • High Speed Two (HS2) the Debate
    High Speed Two (HS2): the debate RESEARCH PAPER 11/75 17 November 2011 HS2 is a £32 billion project to build a high speed rail line from London to Manchester and Leeds, via Birmingham to begin operation in 2026 and be completed in 2032. It was supported by the Labour Government after 2009 and has had the support of the Conservative-Liberal Democrat Coalition Government since May 2010. This paper marshals the arguments from all sides to give a broad overview of the debate about the proposed HS2 scheme. Supporters claim that the line is urgently needed to meet projected future demand; to tackle the capacity constraints on the West Coast Main Line; and to deliver wider economic and regional benefits. Opponents maintain that these claims are over-stated and that future demand and capacity can be met via other, cheaper means. If the government decides to go ahead with the first phase of the scheme from London to Birmingham, we can expect legislation to be introduced within the next couple of years. Based on experience of previous rail projects of this scale, it could take between two and four years for the HS2 bill to complete its legislative progress. Only once the legislation has been passed could building work commence. Louise Butcher Matthew Keep Alan Rehfisch Andrew Minnis Recent Research Papers 11/60 Unemployment by Constituency, August 2011 17.08.11 11/61 London Olympic Games and Paralympic Games (Amendment) 22.08.11 Bill: Committee Stage Report 11/62 Terrorism Prevention and Investigation Measures Bill: 24.08.11 Committee Stage Report
    [Show full text]
  • Eurostar Celebrates Its 20Th Anniversary with the Unveiling of Its New E320 Train
    PRESS RELEASE Eurostar celebrates its 20th anniversary with the unveiling of its new e320 train 150 million customers over 20 years Year-on-year growth drives expansion to new routes One year to go until the e320 goes into commercial service London, November 13 2014 - In the last two decades Eurostar has revolutionised cross-channel travel, providing a swift, seamless link between the UK and mainland Europe. With passengers increasingly choosing high speed rail over plane for short haul travel and demand at an all -time high, the business is now set for further expansion of its services into Europe. On the eve of its 20th anniversary Eurostar unveiled in public for the first time its new state-of-the-art e320 train scheduled to enter commercial service at the end of 2015. At the same time the company announced its decision to augment its fleet with a further 7 new e320 trains. With the original order of 10 e320s now in the final stage of completion, this increases the number of new trains to 17 in total. Beyond its core routes of Paris, Brussels and Lille, Eurostar serves a range of destinations including the French Alps, Swiss Alps and Geneva. May 2015 will see the start of a new year-round direct service to Provence, stopping at Lyon, Avignon and Marseille, followed at the end of 2016 by the launch of a direct route to Amsterdam with stops in Antwerp, Rotterdam and Schiphol along the way. Nicolas Petrovic, Chief Executive of Eurostar, said: “Having had ten consecutive years of growth, we are seeing a record demand for our services and the addition of new trains to our fleet will be key to our growth ambitions.
    [Show full text]
  • A Closer Look at the Railways Annual Report 2009-2010
    A closer look at the railways Annual Report 2009-2010 COMMUNITY OF EUROPEAN RAILWAY AND INFRASTRUCTURE COMPANIES Design and production: ESN, European Service Network - www.esn.eu Photos: Kindly provided by CER members, Georges de Kinder - www.georgesdekinder.com Printed in Belgium in May 2010 Publisher: Community of European Railway and Infrastructure Companies (CER) Avenue des Arts 53, 1000 Brussels - Belgium - www.cer.be Disclaimer CER, nor any person acting on its behalf, may be held responsible for the use to which information contained in this publication may be put, nor for any errors which may appear despite careful preparation and checking. Reproduction is authorised, provided the source is acknowledged. CONTENTS FOREWORD 3 Guest contributions 4 Siim Kallas, European Commission Vice-President and Transport Commissioner 4 José Blanco López, Spanish Minister for Public Works and current Chairman of the Transport Council 5 CHAPTER 1 INTRODUCING CER 7 The voice of European Railways 7 CHAPTER 2 IMPROVING THE BUSINESS ENVIRONMENT FOR RAILWAYS 11 Tackling the economic crisis 11 Recasting rail’s financial architecture 16 Making rail in Europe more customer-oriented 19 Prioritising an efficient rail network 22 Towards a safer and more efficient rail system 25 Social dialogue in the crisis 28 CHAPTER 3 MAKING EUROPEAN TRANSPORT SUSTAINABLE 31 EU transport at a crossroads: rail offers solutions 31 Getting the price right – the route to greener transport 33 Driving gigaliners out of focus 36 Good practice: Spain to UK intermodal service 38 CHAPTER 4 CER IN 2009/2010 41 How does CER work? 41 List of CER publications 48 List of political events 50 List of CER events 52 CER member statistics 57 ABBREVIATIONS 61 GLOSSARY 62 FOREWORD In the last year, European politics has turned out both better and worse than expected for the railways.
    [Show full text]